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com | 888-301-1721

How to
Choose a
Managed
Network
Services
Provider
How to Choose a Managed Services Provider page 2

COULD MANAGED NETWORK SERVICES BE RIGHT FOR YOU?

There comes a point when every organization must make a decision about its
network management.

For small and midsize businesses: Should we really be managing our network ourselves?
For larger enterprises: Which aspects of network management should we outsource?

If your business has a network that meets any of the following criteria, then it is time to consider managed
network services:

• Connects multiple offices, stores, or sites

• Is growing beyond the capacity of current access lines

• Must provide secure connectivity to mobile and remote employees

• Could produce cost savings by integrating voice and data traffic

• Needs to be ready for more traffic from video and other high-bandwidth applications

• Is becoming more difficult to manage and ensure performance and security, especially given limited staff
and budget resources

In a managed network services solution, you outsource the day-to-day operation and management of your
network to a managed services provider. Outsourced network management offers a viable option for most
communications services, including:

• Network Connections: Broadband Internet access—including T1, bonded T1, business Ethernet, DS3, DSL,
cable, and wireless broadband

• Remote Access: Virtual private networks (VPNs) based on Secure Sockets Layer (SSL) and Multiprotocol
Label Switching (MPLS) that use the Internet to provide remote sites and users with secure access to an
internal business network

• Voice: Carrying voice and data traffic on the same circuits

• Network Security: Comprehensive management of security elements to mitigate network intrusions,

attacks, viruses, spam, and other threats

A managed services provider can consolidate, integrate, and manage all of these network services—giving
organizations cost-effective ways to connect their business locations to each other, the Internet, and
business partners.

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How to Choose a Managed Services Provider page 3

WHY NOT MANAGE YOUR OWN NETWORK?

Of course, it is possible—but not always easy or cost-effective—for organizations to internally manage their
own networks.

Business Factors: Network Operations:

• Reducing network overhead costs while • Managing, maintaining, and upgrading network
increasing network services infrastructure and management systems

• Implementing a global network service without • Delivering high-quality, hiqh-availability network

internal global resources services to meet 24-hour demand

• Supporting dynamic business growth with • Defining and monitoring Quality of Service (QoS)
restricted budgets and staffing levels and Class of Service (CoS) parameters to prioritize
voice traffic and ensure call quality
• Needing to respond quickly to time-to-market
demands • Securing data, transactions, and communications
to keep up with the latest security threats, as well
• Implementing new technologies to maintain
as meeting privacy and security regulations
competitiveness
• Delivering services to more remote offices and
• Supporting new business operations and
workers
markets or integrating acquisition

Staffing:

• Finding, recruiting, and retaining certified network professionals

• Helping staff stay current with new technologies and skills

• Focusing employees on core competencies and mission-critical processes, rather than network support

Given the difficulty of these challenges, outsourcing network management is rapidly becoming the preferred
alternative for many organizations.

©2021 Fusion Connect, Inc. All rights reserved. fusionconnect.com | 888-301-1721

How to Choose a Managed Services Provider page 4

WHICH PROVIDER IS RIGHT FOR YOU?

After deciding to explore managed services, the next step is finding the right managed network services
provider.

With so many types of providers offering a range of services and management

models, the choices can be confusing. Understanding the different types
of service providers is the first step in making the right decision for your
organization.

IT managers may initially think of the large telecom carriers as potential managed network services vendors.
It is important to note that although large carriers sell hosted network services to small and mid-size
businesses, their real focus is on large enterprises networks. Even for large enterprises with geographically-
dispersed locations, services, and network needs, the managed network services offered by large carriers
may not be the best-fit or the most cost-effective solution.

At the other end of the managed services spectrum are small “boutique” providers that offer hosted services
under a Bring Your Own Bandwidth (BYOB) model, where customers arrange for network links and equipment.
This model does not provide the benefits of a provider’s dedicated MPLS network or support for network-
based QoS and managed security services.

For most organizations, the right MSP can be found in the middle of the spectrum—in an MSP that maintains
its own network and offers an extensive array of managed services. With this type of MSP, you can choose if
you want fully managed network access, voice or security services, or a combination of individual services
that match your business needs and internal network management resources. In addition, this type of MSP
can scale its services to fit as your organization’s needs evolve.

©2021 Fusion Connect, Inc. All rights reserved. fusionconnect.com | 888-301-1721

How to Choose a Managed Services Provider page 5

BEST PRACTICES CRITERIA

When searching for an MSP, you will likely find several companies to consider.

How do you evaluate these providers and their service offerings to make
the best choice? The following best practices and the worksheet on page 7
provide helpful decision-making criteria.

Service Offerings

The MSP should focus on understanding your unique service needs and meeting them with a business
orientation that goes beyond offering all customers a “cookie cutter” solution. The provider should offer
network connectivity in a variety of access speeds from DSL to DS3, allowing you to select the right speed
for each user or remote location. The broadband access service should offer a high-speed “always on”
connection in a nationwide connectivity solution that is easy to deploy, manage, and support.

The MSP should also offer business-class hosted voice services in a range of equipment and feature
packages with low start-up costs and affordable monthly fees. To ensure superior quality on voice calls, the
MSP should maintain high QoS levels for voice traffic and guaranteed levels of service uptime.

Network, Voice and Security Operations Capabilities

The service provider should support and proactively monitor its data, voice, and security services on a
24/7/365 basis from multiple redundant Network Operations Centers (NOCs) and Security Operations Centers
(SOCs). A dedicated support infrastructure ensures that the network services perform to their maximum
potential, and that customers receive timely and responsive technical support.

The provider should also give customers complete visibility into network status and performance via a Web-
based customer information portal, so great service is extended to self-service capabilities.

Certified Professionals and Industry Partnerships

Delivering high-quality managed network services requires highly knowledgeable and skilled network
professionals, as well as partnerships with leading equipment and network capacity vendors. Ask a potential
MSP about the professional certifications held by its employees and its participation in vendor partnership
programs.The Importance of Service Level Agreements

Service Level Agreements (SLAs) are a valuable tool for assessing how well a managed services provider
maintains high levels of network performance and availability. These measurements guarantee overall
network uptime, as well as response and resolution times for network problems. For greater confidence in the
provider’s performance, look for an MSP that backs SLAs with customer credits when targets are missed.

©2021 Fusion Connect, Inc. All rights reserved. fusionconnect.com | 888-301-1721

How to Choose a Managed Services Provider page 6

The Importance of Service Level Agreements

Service Level Agreements (SLAs) are a valuable tool for assessing how well a managed services provider
maintains high levels of network performance and availability. These measurements guarantee overall
network uptime, as well as response and resolution times for network problems. For greater confi dence in
the provider’s performance, look for an MSP that backs SLAs with customer credits when targets are missed.

OFFERS SIMPLE, INEXPENSIVE SETUP AND MANAGEMENT

More than ever, businesses are achieving increased operational efficiencies

while lowering network costs by using managed data, voice, and security
services.

Some of the benefits of relying on a managed services provider include:

Cost Savings:

• Predictable monthly fee for network and management services; pay only for the networking services used

• Cost savings of up to 50 percent by consolidating voice and data services onto a single network

• Access to leading network technologies and management expertise, without high capital expenditures or
ongoing investments in upgrades, IT staffing, and maintenance resources

• A single point of contact reduces network costs and simplifies vendor management for IT staff

• Using outsourced expertise avoids the costs of developing management and reporting capabilities

Simplified Management:

• Proactive management of network services through 24/7/365 monitoring of connectivity and equipment,
automatic fault notification, and responsive trouble management

• IT staff remains free to focus on strategic activities, instead of network support

• Well-defined SLAs guarantee response and resolution times for network problems to minimize impact on
users

©2021 Fusion Connect, Inc. All rights reserved. fusionconnect.com | 888-301-1721

How to Choose a Managed Services Provider page 7

MSP SELECTION CRITERIA WORKSHEET

Fusion
Selection Criteria MSP #2 MSP #3 MSP #4 MSP #5
Connect
Service Offerings
Broadband Services: ü
(T1, DS3/OCx, Ethernet, DSL, Cable, Fiber Access,
Broadband Wireless, Managed WiFi)

Voice Services ü

SSL VPN ü

MPLS Site-to-Site VPN ü

Managed Network Security ü

Worldwide Broadband Access ü

Professional Services: ü

Project Management ü

Equipment Installation & Support ü

Network Coverage & Capability

National Coverage ü

Integrated Voice & Data ü

Supports Class of Service ü

Network Operations
24/7/365 Network Monitoring ü

Automated Problem Alerts ü

Trouble Management ü

Sophisticated NMS & OSS ü

Redundant NOC ü

Customer Portal ü

Security Operations
Sophisticated Security Systems ü

Intrustion Detection ü

Redundant SOC ü

Certifications & Partnerships

Certified network staff ü

Vendor & Network Partners ü

Service-Level Agreements
Offers Specific SLAs ü

Customer Credits ü

©2021 Fusion Connect, Inc. All rights reserved. fusionconnect.com | 888-301-1721

How to Choose a Managed Services Provider page 8

WHY FUSION CONNECT

As a leading provider of secure access and managed network solutions, Fusion Connect combines the
best broadband connectivity, voice, VPN, cloud and security technologies with unmatched network design,
deployment, monitoring, management, reporting and support capabilities.

You always enjoy crystal-clear call quality with Fusion Connect voice services. Unlike consumer VoIP
services that travel over the Internet, Fusion Connect carries telephone calls over a private, voice-optimized
network with QoS that gives priority to voice traffic.

Fusion Connect managed network services reduce the cost and complexity of securely connecting remote
sites and users to your network while providing a single point of contact for network operations and
management.

The Value of a Cisco Master Managed Service Channel Partner

Fusion Connect is one of only a few Cisco Managed Services Channel Partners to receive the Master
designation, granted in recognition of the highest level of network management capability. Fusion Connect
is also a member of the Cisco Powered program, which means we use Cisco equipment to deliver selected
network services, we meet Cisco standards for network support, and we achieve Cisco standards for
interoperability, service reliability, and service quality.

The Value of Industry Certifications

The strength of an MSP is determined in part by the skill and knowledge of its employees - especially those
who design, operate, and manage the network services. Amongst our technical operations and engineering
employees, nearly 20% hold at least one vendor or industry certification. That number jumps to nearly 50
percent in our broadband, security, and voice network design engineering teams. These certifications are
an important indicator of expertise, because they provide objective validation of an individual’s depth of
training and experience in solving complex network issues.

As a Cisco Managed Services Channel Partner, Fusion Connect focuses on attracting and retaining a high
number of Cisco-certified employees.

Four of Fusion Connect’s network engineers hold the prestigious Cisco CCIE certification, which is
recognized as the highest level of technical achievement within the networking industry. Fusion Connect
employees hold other Cisco certifications for network operations, including Cisco Certified Entry Networking
Technician (CCENT), Cisco Certified Network Associate (CCNA), and Cisco Certified Network Professional
(CCNP).

Fusion Connect engineers also hold other well-respected certifications, including:

• Certified Information Systems Security Professional (CISSP) for network security

• System and technology certifications from vendors, such as Juniper® Networks, Avaya®, Nortel®,
Toshiba®, Microsoft®, and Aventail®/SonicWALL®

• IT Infrastructure Library (ITIL) and project management certifications for overall managed services
operations

©2021 Fusion Connect, Inc. All rights reserved. fusionconnect.com | 888-301-1721

 How to Choose a Managed Services Provider page 9

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